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Handling Complaints Well Engenders Brand Loyalty

Three quarters (75%) of Brits will be encouraged to make a repeat purchase if a complaint is dealt with carefully by a brand, according to new research from the Ombudsman Services. In fact, 92% of British consumers are unwilling to return to a brand altogether should it deal with a complaint poorly. More than half of consumers (52%) think more highly of a business that handles complaints effectively, while a well-handled complaint makes customers 67% more likely to return to a company or brand.

Read the whole story at Marketing Week »

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